support Engineer analyst, problem managerGrundfos

About our Company
With over 17 million pumps produced annually and over 19,000 employees in more than 56 countries, Grundfos is today one of the world's leading manufacturers of pumps and pumping systems. Our products satisfy the markets' needs for effective, reliable, and highly efficient solutions. We contribute to global sustainability by pioneering water technologies that improve the quality of life for people and care for the planet.
Why Grundfos?
Global values-driven organization
Great team culture and positive work environment
Wide range of employee benefits
Access to extensive internal training with global career development opportunities
Purpose of the Job
The Support Engineer Analyst, Problem Manager is an operational role in relation to Problem management within Grundfos IS.
The Problem Manager takes end-to-end lead and coordination to ensure progress in problem records that are related to Critical Incidents, Trends, and Known errors.
Key Responsibilities:
Review of incident reporting and identify trends and select candidates for further investigation
Lead on Problem management task
Assembling of Problem taskforce team(s) - will include different types of specialists depending on problem area
Facilitate status meetings
Reporting and communication to stakeholders according to policy
Ensure documentation of Root Cause
Ensure Solution Design
Facilitate investment recommendation of whether to do "permanent resolution" or accept "permanent workaround"
Decide if problem investigation should be postponed and therefore add to parking lot
Ensure implementation of solution
Ensure verification and monitoring of solution
Conclude on the success of the Problem work
Involved in process improvement
Process Deployment
Contribute to deploying the process and supporting material in the organisation
Continuous process improvement
Contribute to delivering input for updates to process contents
Contribute to collect and handle feedback from the organisation
Supporting Material
Contribute to providing supporting material including:
Guides
Templates
Tools
Methods
Training material
Skills and Experience Required:
You have at least 2 years' experience as Problem Manager or a similar role
2-3 years of having used any Service Management tool, preferably ServiceNow
Deep knowledge of ITIL processes, certified in ITIL V3, preferably OSA or Service Operations is a plus
ITIL v4 certification will be an advantage
ITIL Foundation certified, Intermediate is an advantage
Information Technology, Computer Science, Computer Engineering Degree or equivalent work experience
We are looking for talented people with a 'can-do' attitude and strong collaboration skills to join our Grundfos family in Ortigas Center, Pasig City. Based in Pasig City, you will report directly to the IS Supervisor within a team of 20.
To ensure coverage for our ASIA, EMEA, and US regions, we have three shifts on rotation therefore we require candidates who are flexible in this regard.
More Information
If this sounds like you, please click the 'Apply' button to progress with your application.
We look forward to hearing from you.
If you want to dig deeper into the Grundfos universe, please visit our Grundfos YouTube Channel here: https://www.youtube.com/grundfos or on Facebook: https://www.facebook.com/GrundfosEngineering
Grundfos is an Equal Opportunity Employer
Water is our business. With our pumps and pump solutions, we set the standard and keep raising the bar when it comes to water and energy efficiency and protecting the environment. We are passionate about what we do and want to make a difference everyday.
Grundfos

Manila City, Metro Manila Ortigas Center, Pasig City
Permanent
Full-time